Technical Support Specialist 2

Hologic•Marlborough, MA

2d•$57,500 - $90,000

About The Position

Hologic empowers people to live healthier lives everywhere, every day. We are the leading Innovator in women's health, helping healthcare professionals around the world diagnose and treat their patients with precision, certainty and confidence. Hologic, Inc. is a leading developer, manufacturer and supplier of premium molecular diagnostic products and services that are used to diagnose human diseases, screen donated human blood and to aid in biomedical research. Hologic is also a leader in the development, manufacturing and sales of medical imaging systems and biopsy devices as well as surgical and treatment products, with an emphasis on serving the healthcare needs of women. Our business is dedicated to impacting the lives of people across the globe through the early detection of disease, improved diagnosis and less invasive treatments. There has never been a more exciting time to join us. Bright people, working together to pioneer advances in human health care, have created Hologic's success. Our company believes that people are our greatest asset and only by recruiting, hiring, developing and retaining the most talented employees can we continue to be successful. Our work atmosphere is stimulating, innovative and customer focused. We provide employees with state-of-the art tools and technology, a collaborative and passionate work environment and the ability to make a dramatic difference in the world of healthcare. We are rapidly growing and yet we have never been more focused – on our people, on our growth, on our future.

Requirements

Working experience or knowledge of technical support work processes and best practices needed to deliver great customer experiences
Excellent customer service and interpersonal skills
Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users
Demonstrated track record and passion for understanding and addressing customer needs
Strong analytical and problem-solving skills
Must possess the ability to work independently to resolve reported or discovered product issues
Highly organized and detail oriented
Strong follow-up skills with a keen eye towards driving issue resolution
Results driven and dedicated to delivering outstanding work
Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment
Strong knowledge of support tools such as CRM, knowledge management and Oracle systems
Must have strong knowledge and expertise using the Windows operating systems
Proficiency in support tools including Outlook, Word, Excel, PowerPoint, Box, Oracle and cloud-based contact center software
Ability to identify and assist with the implementation of process improvements
High energy, self-motivated, proactive, goal oriented and enthusiastic
High School Diploma or Equivalent
A minimum of 4 years related job experience is required in a customer contact center, technical, or field support role

Nice To Haves

College Degree preferred
A technical discipline such as a plus
Equivalent blend of education and experience in a fast-paced service based environment
related to medical devices a plus
Prior experience in a service environment working with customers to resolve problems related to medical workflow is a plus
Familiarity with various medical devices such as Fluid Management, Hysteroscopy is helpful but not required.

Responsibilities

Provide technical support across all platforms/channels to internal and external customers
Perform troubleshooting and diagnose technical problems using remote diagnostic tools
Deliver consistent, high quality and responsive support to external and internal customers
Take ownership of reported issues by being empathetic to the customer’s needs
Set expectations and manage reported issues through to their completion
Document, track and manage all support requests, communications and actions in the Complaint Management System
Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences
Expedite the resolution of all customer requests to meet our standards for service excellence
Escalate issues to the appropriate resource to ensure timely resolution
Collaborate with other team members and departments to facilitate the problem resolution process
Use the Knowledge Base for research during problem resolution and regularly contribute content to facilitate the growth of the Knowledge Base
Maintain a current and requisite knowledge level for your supported products
Attend training and self-study to acquire, maintain and improve job skills
Identify and embrace opportunities for continuous improvement
Perform other duties and projects as assigned, to meet company and department objectives.
Meet all key performance indicators, metrics and department goals.
Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.